Downloading articles

[Maciek_H]

Hi,

I just joined and have a question on downloading/exporting KBAs.

I know the only way OOTB to export an article is to 'print' it as a PDF. But what if we wanted to have an editable - docx - copy? Has anyone successfully implemented a customisation that would put a 'Download' button in the standard article view? Additionally, an option to do a multiple download from a list view.

Thanks in advance 🙂

[Mooncaked]

Really late to the party, but I have a partial solution which I have not seen elsewhere: You add a button to the kb_view toolbar which automates / mimics the ServiceNow recommendation of: opening the article in a new tab using Printer Friendly View, formatting the content (fixing URLs to point to the image source rather than the attachment, configure for desired download format, etc), downloading the formatted content, then closing the tab.

This method has proved successful in my limited testing, however this solution is currently restricted to downloading the HTML / MHTML version of the knowledge article as I am able to do this without implementing external libraries. Since these formats can be opened in Word, users can convert to docx once downloaded, so a workaround exists for this issue. However, if a function / library which converts the HTML to docx was added, you would be able to download as a Word document and should have full desired functionality.